Manager, Technical Customer Support, Focused Services, Cortex

Palo Alto Networks•Plano, TX

5d•$137,400 - $222,200

About The Position

It’s not about making a sale. It’s about providing the most secure environment for our customers’ digital transactions. In this role, you’ll continue building on our mission by helping secure our clients’ environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team that will help identify and fix complex issues in our established clients’ networks, while handling critical issues through your team’s support. You’ll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.

Requirements

8+ years in technical support, with at least 3 years experience in a management OR lead role in a high-touch or white-glove support environment
Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements
Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines
Experience in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments
Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability
Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, Post-Incident Reviews (PIRs), and Quarterly Business Reviews (QBRs)
Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA). Proficient in conducting trend analysis for proactive support

Nice To Haves

Technical experience in the Endpoint and Cloud Security Industry is preferred
Knowledge of Enterprise Endpoint technologies, security and cutting-edge infrastructures

Responsibilities

Guide the daily activities of a team of Designated Support Engineers, ensuring alignment with company goals and objectives. Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency
Mentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives
Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations
Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes
Proactively engage in Quarterly Business Reviews (QBRs) with customers, providing insights on support best practices and participating in business development discussions to underline the value of services offered
Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements
Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs
Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions
Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions
Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support
Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.